Service Quality, Customer Satisfaction, and Customer Loyalty Commercial Banks

This article examines whether service quality of Indian commercial banks increases customer satisfaction that fosters customer loyalty. Data were collected from 350 valued customers of scheduled commercial bank branches in Orissa (India). A questionnaire elicited information on socio-demographic var...

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Bibliographic Details
Main Author: Lenka, Usha
Other Authors: Suar, Damodar, Mohapatra, Pratap K.J.
Format: Article
Language:English
Published: The Journal of Entrepreneurship 2009
Subjects:
Indian Commercial Banks
Customer Loyalty
Customer Satisfaction
Service Quality
Online Access:http://library.ediindia.ac.in:8181/xmlui/handle/123456789/1055
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